Client Support Supervisor

4 weeks ago

Canada Elevated Signals Full time

About Elevated Signals

Elevated Signals is at the forefront of innovation, crafting advanced manufacturing software that is transforming the landscape of sustainable and emerging industries. Our mission is to empower our clients by providing a unified platform that enhances production efficiency and quality, moving away from outdated systems.

Position Overview

We are on the lookout for a dedicated and experienced Client Support Supervisor to enhance our vibrant support team. In this pivotal role, you will ensure our clients receive exceptional service by effectively addressing technical challenges, delivering high-level support, and actively contributing to the enhancement of our offerings.

Key Responsibilities

  • Customer Assistance: Address client inquiries through various communication channels with professionalism and promptness.
  • Technical Support: Provide initial support for frequent issues and guide clients through standard troubleshooting procedures.
  • Documentation: Maintain accurate records of client interactions and support cases within our ticketing system.

Issue Management:

  • Efficiently resolve common issues by delivering precise and useful information.
  • Escalate intricate problems to the relevant team or specialist as needed.
  • Monitor and follow up on escalated issues to guarantee timely resolutions.

Client Relationship Management:

  • Foster positive relationships with clients, ensuring their concerns are addressed satisfactorily.
  • Provide consistent updates to clients regarding the status of their support requests.
  • Conduct follow-ups to confirm issue resolution and gather feedback on the support experience.

Continuous Improvement:

  • Develop and refine support workflows, procedures, and standards.
  • Analyze recent support cases to identify trends and recommend process enhancements.
  • Collaborate with the product team to relay feature requests and customer feedback.

Your Qualifications

  • Education: A Bachelor's degree in a relevant field or equivalent experience.
  • Experience: A minimum of 2 years in a customer support capacity, ideally within a SaaS context.
  • Technical Proficiency: Familiarity with support tools and ticketing systems, along with strong analytical skills.
  • Communication Skills: Exceptional verbal and written communication abilities, capable of conveying complex technical concepts clearly.
  • Customer-Centric Approach: A genuine passion for assisting clients and a commitment to delivering outstanding service.

What We Value

  • Proactive Attitude: You take initiative in troubleshooting and resolving issues, seeking to prevent future occurrences.
  • Empathy: You understand client frustrations and work diligently to provide effective solutions.
  • Attention to Detail: You meticulously document client interactions and ensure thoroughness in issue resolution.

Elevated Signals is committed to fostering an inclusive workplace and complies with all applicable employment laws.

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